We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125400 results
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Decision Reference DRN-4670472
20 Mar 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4670472 The complaint Mr W complains about the poor service The Prudential Assurance Company Limited (Prudential) provided him with. He also complains that it incorrectly applied a Market Value Reduction (MVR) to his pension at retirement. What happened Mr W had a Group Personal Pensio... (7 pages)View decision -
Decision Reference DRN-4606069
20 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4606069 The complaint Miss S complains that Barclays Bank UK PLC, trading as Barclaycard, has recorded late payments on her credit file despite her keeping to a Debt Arrangement Scheme. What happened In 2018 Miss S entered a Debt Payment Programme (DPP) under the Debt Arrangement Schem... (2 pages)View decision -
Decision Reference DRN-4696438
20 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4696438 The complaint Mr F says NewDay Ltd has unfairly retained the credit balance held on his credit card rather than return it to him promptly as requested. What happened Mr F wanted to transfer the credit balance from his previous credit card provider (‘the previous provider’) to h... (2 pages)View decision -
Decision Reference DRN-4694074
20 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4694074 The complaint Mrs S complains that Nationwide Building Society (“Nationwide”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. Mrs S saw an advert for an ... (4 pages)View decision -
Decision Reference DRN-4696290
20 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4696290 The complaint K is a company. It complains through its director, Mr S, that National Westminster Bank Plc closed its accounts and then delayed in transferring the funds held to their credit to K’s new account with a different provider. What happened K held a current account and... (3 pages)View decision -
Decision Reference DRN-4694264
20 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4694264 The complaint Ms W complains that she was wrongly told by HSBC UK Bank Plc that she could open a global money account (GMA), convert pounds (GBP) into Chinese yuan (CNY) and use her card to make payments/withdraw cash in CNY. She wasn't able to do this due to local regulat... (3 pages)View decision -
Decision Reference DRN-4695845
20 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4695845 The complaint Mr I complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) valuation of his car following a claim under his car insurance policy. What happened Mr I says, following an accident, his car was written-off. Mr I wasn’t happy with the settlement being of... (3 pages)View decision -
Decision Reference DRN-4696068
20 Mar 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4696068 The complaint Mrs V has complained about the amount Watford Insurance Company Europe Limited offered to settle a claim she made on her contents insurance policy. Reference to Watford includes its agents and representatives. What happened The circumstances aren’t in dispute, so ... (5 pages)View decision -
Decision Reference DRN-4658848
20 Mar 2024 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-4658848 The complaint Miss S complains about the way that Scottish Friendly Assurance Society Limited handled a claim she made on a personal income protection insurance policy. All references to Scottish Friendly include the actions of the agents acting on its behalf. What happened In ... (3 pages)View decision -
Decision Reference DRN-4692473
20 Mar 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4692473 The complaint Ms P complains that Wise Payments Limited has declined to refund payments she says she didn’t make or allow anyone else to make. What happened Ms P has raised a number of fraud claims, so for clarity I’m only considering here her complaint about four disputed paym... (4 pages)View decision
